Автор: Rodney Lowe, Hugh Pemberton Название: The Official History of the British Civil Service: Reforming the Service, Volume II: The Thatcher and Major Revolutions, 1982-97 ISBN: 1138678228 ISBN-13(EAN): 9781138678224 Издательство: Taylor&Francis Рейтинг: Цена: 148010.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This second volume of the Official History of the British Civil Service explores the radical restructuring of the Civil Service that took place during the Thatcher and Major premierships from 1982 until 1997, after a period of confusion and disagreement about its future direction.
Автор: Bowman, James S. (florida State University, Tallahassee, Usa) West, Jonathan P. (university Of Miami, Coral Gables, Florida, Usa) Название: Public service ethics ISBN: 1138578193 ISBN-13(EAN): 9781138578197 Издательство: Taylor&Francis Рейтинг: Цена: 59190.00 T Наличие на складе: Нет в наличии. Описание: Ethics—in all its exemplary and exhausting forms—matters. It deals with the most gripping question in public life: "What is the right thing to do?" Now in a thoroughly revised second edition, Public Service Ethics: Individual and Institutional Responsibilities introduces readers to this personally relevant and professionally challenging field of study. No matter the topic—the necessity of ethics, intriguing human behavior experiments, the role of ethics codes, whistleblowing incidents, corruption exposes, and the grandeur and decay of morality—there is no shortage of controversy. The book enables readers to: appreciate why ethics is essential to leadership; understand and apply moral development theory at the individual and organizational levels of analysis; differentiate between ethical problems and ethical dilemmas, and design creative ways to deal with them; develop abilities to use moral imagination and ethical reasoning—to appraise, argue, and defend an ethical position, and cultivate individual and institutional initiatives to improve ethical climate and infrastructure. Authors James Bowman and Jonathan West capture reader interest by featuring learning objectives, skill-building material, discussion questions, and exercises in each chapter.? The authors’ narrative is user-friendly and accessible, highlighting dilemmas and challenging readers to "own" the book by annotating the pages with one’s own ideas and insights, then interacting with others in a live or virtual classroom to stretch one’s thinking about the management of ethics and ethics of management. The ultimate goal is to bolster students’ confidence and prepare them for the ethical problems they will face in the future, equipping them with the conceptual frameworks and context to approach thorny questions and behave ethically.
Автор: Lloyd, Anthony Название: Harms of work ISBN: 1529204011 ISBN-13(EAN): 9781529204018 Издательство: Marston Book Services Рейтинг: Цена: 113510.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This book discusses workplace harm through an ultra-realist lens and examines the connection between individuals, their working conditions and management culture. It investigates the reorganisation of labour markets and the shift to flexibility and highlights working conditions and organisational practices within which multiple harms occur.
Автор: Macdonald and Sirianni Название: Working In the Service Society ISBN: 1566394805 ISBN-13(EAN): 9781566394802 Издательство: Marston Book Services Рейтинг: Цена: 40920.00 T Наличие на складе: Поставка под заказ. Описание: Continued economic restructuring has brought service work to center stage in labor and management studies, as well as in the sociology of work, gender, race, and inequality. This work features essays that explore questions of power and control, resistance and empowerment, and innovation and organizing in the lives of front-line service workers.
Transnational customer service workers are an emerging touchstone of globalization given their location at the intersecting borders of identity, class, nation, and production. Unlike outsourced manufacturing jobs, call center work requires voice-to-voice conversation with distant customers; part of the product being exchanged in these interactions is a responsive, caring, connected self. In Phone Clones, Kiran Mirchandani explores the experiences of the men and women who work in Indian call centers through one hundred interviews with workers in Bangalore, Delhi, and Pune.
As capital crosses national borders, colonial histories and racial hierarchies become inextricably intertwined. As a result, call center workers in India need to imagine themselves in the eyes of their Western clients—to represent themselves both as foreign workers who do not threaten Western jobs and as being "just like" their customers in the West. In order to become these imagined ideal workers, they must be believable and authentic in their emulation of this ideal. In conversation with Western clients, Indian customer service agents proclaim their legitimacy, an effort Mirchandani calls "authenticity work," which involves establishing familiarity in light of expectations of difference. In their daily interactions with customers, managers and trainers, Indian call center workers reflect and reenact a complex interplay of colonial histories, gender practices, class relations, and national interests.
Автор: Hermann Название: Privatization of Public Services ISBN: 0415884934 ISBN-13(EAN): 9780415884938 Издательство: Taylor&Francis Рейтинг: Цена: 153120.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание:
Public services throughout Europe have undergone dramatic restructuring processes in recent years in connection with liberalization and privatization. While evaluations of the successes of public services have focused on prices and efficiency, much less attention has been paid to the impacts of liberalization and privatization on employment, labor relations, and working conditions. This book addresses this gap by illustrating the ways in which liberalization has contributed to increasing private and foreign ownership of public services, the decentralization of labor relations has amplified pressure on wages, and decreasing employment numbers and increasing workloads have improved productivity partly at the cost of service quality.
Examining diverse public-service sectors including network industries, public transportation, and hospitals, and using international case studies, Privatization of Public Services covers a wide range of aspects of service provision, with particular emphasis on companies and workers. The result is a unique picture of the changes created by the liberalization processes in Europe.
Название: Privatization of Public Services ISBN: 1138959952 ISBN-13(EAN): 9781138959958 Издательство: Taylor&Francis Рейтинг: Цена: 51030.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание:
Public services throughout Europe have undergone dramatic restructuring processes in recent years in connection with liberalization and privatization. While evaluations of the successes of public services have focused on prices and efficiency, much less attention has been paid to the impacts of liberalization and privatization on employment, labor relations, and working conditions. This book addresses this gap by illustrating the ways in which liberalization has contributed to increasing private and foreign ownership of public services, the decentralization of labor relations has amplified pressure on wages, and decreasing employment numbers and increasing workloads have improved productivity partly at the cost of service quality.
Examining diverse public-service sectors including network industries, public transportation, and hospitals, and using international case studies, Privatization of Public Services covers a wide range of aspects of service provision, with particular emphasis on companies and workers. The result is a unique picture of the changes created by the liberalization processes in Europe.
Transnational customer service workers are an emerging touchstone of globalization given their location at the intersecting borders of identity, class, nation, and production. Unlike outsourced manufacturing jobs, call center work requires voice-to-voice conversation with distant customers; part of the product being exchanged in these interactions is a responsive, caring, connected self. In Phone Clones, Kiran Mirchandani explores the experiences of the men and women who work in Indian call centers through one hundred interviews with workers in Bangalore, Delhi, and Pune.
As capital crosses national borders, colonial histories and racial hierarchies become inextricably intertwined. As a result, call center workers in India need to imagine themselves in the eyes of their Western clients—to represent themselves both as foreign workers who do not threaten Western jobs and as being "just like" their customers in the West. In order to become these imagined ideal workers, they must be believable and authentic in their emulation of this ideal. In conversation with Western clients, Indian customer service agents proclaim their legitimacy, an effort Mirchandani calls "authenticity work," which involves establishing familiarity in light of expectations of difference. In their daily interactions with customers, managers and trainers, Indian call center workers reflect and reenact a complex interplay of colonial histories, gender practices, class relations, and national interests.
Автор: Xiongwei Song Название: Policy Implementation of Sure Start in the UK ISBN: 9811017948 ISBN-13(EAN): 9789811017940 Издательство: Springer Рейтинг: Цена: 130430.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: In 1997, the Labour Government came to power in the UK and committed to reforming public service delivery, particularly towards the improvement of children’s services. This book analyses Labour Party’s subsequent strategy towards public service delivery emphasising, on one level, devolving more power to frontline deliverers, while on the other, strengthening central control through a variety of means, leading to a ‘mixed-approach’ in its overall reforms. The book focuses on the implementation process involved in rolling out its Sure Start policy in order to understand and analyse the dynamics in Labour’s approach to delivery. In so-doing, it draws on implementation and policy network theories to offer an original analytical framework - ‘the implementation network approach’ - to explain the implementation process of Sure Start policy. This book will be undoubtedly appealing to the students and scholars engaged in the fields of Public Policy and British Politics.
Название: Applying partial least squares in tourism and hospitality research ISBN: 1787567001 ISBN-13(EAN): 9781787567009 Издательство: Emerald Рейтинг: Цена: 116530.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Ten chapters discuss key aspects of advanced PLS analysis and its practical applications, covering new guidelines and improvements in the use of PLS-PM as well as various individual topics.
Автор: Song Название: Customization-Oriented Design of Product-Service System ISBN: 9811308624 ISBN-13(EAN): 9789811308628 Издательство: Springer Рейтинг: Цена: 83850.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Chapter 1. Design framework for customizable product/service system.- Chapter 2. Requirements analysis for customizable PSS.- Chapter 3. Requirements specification for customizable PSS.- Chapter 4. Modularization of PSS.- Chapter 5. Modular configuration for customizable PSS.- Chapter 6. Recommendation of customizable PSS to customers.
Автор: Maglio Paul P., Kieliszewski Cheryl A., Spohrer James C. Название: Handbook of Service Science, Volume II ISBN: 3319985116 ISBN-13(EAN): 9783319985114 Издательство: Springer Рейтинг: Цена: 232910.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The second volume of this successful handbook represents varied perspectives on the fast-expanding field of Service Science. The novel work collected in these chapters is drawn from both new researchers who have grown-up with Service Science, as well as established researchers who are adapting their frames for the modern service context. The first Handbook of Service Science marked the emergence of Service Science when disciplinary studies of business-to-customer service systems intertwined to meet the needs of a new era of business-to-business and global service ecosystems. Today, the evolving discipline of Service Science involves advanced technologies, such as smartphones, cloud, social platforms, big data analytics, and artificial intelligence. These technologies are reshaping the service landscape, transforming both business models and public policy, ranging from retail and hospitality to transportation and communications. By looking through the eyes of today’s new Service Scientists, it is anticipated that value and grand challenges will emerge from the integration of theories, methods, and techniques brought together in the first volume, but which are now rooted more deeply in service-dominant logic and systems thinking in this second volume.The handbook is divided into four parts: 1) Service Experience--On the Human-centered Nature of Service; 2) Service Systems–On the Nature of Service Interactions; 3) Service Ecosystems–On the Broad Context of Service; 4) Challenges–On Rethinking the Theory and Foundations of Service Science. The chapters add clarity on how to identify, enable, and measure service, thus allowing for new ideas and connections made to physics, design, computer science, and data science and analytics for advancing service innovation and the welfare of society.Handbook of Service Science, Volume II offers a thorough reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.
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